IMPORTANT Brexit information
In connection with a possible No-Deal Brexit on the 31st of October, we are unfortunately not able to guarantee free returns.
Not happy with your order? No problem. You can get a refund or a comparable product, better suited to your needs. Don't hesitate to contact our customer service. Please read the return policy below.
At Frank, we want you to be completely satisfied with every single one of your purchases, and therefore you can return a product to us for free within 14 days of your purchase. Just send our Customer Service department an email and we will provide you with a returns label. A refund of the full purchase price can only be given when a product is returned to us in unused state. If this is not the case, it could possibly include compensation for lost value by the customer.
You can easily get your personal returns label via our returns form.
Please find your nearest DPD parcel shop here.
Right to cancel
You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right to cancel, you must inform us, Frank B.V. (Address: Winschoterdiep 50, 9723AB Groningen, The Netherlands. Telephone number: +44 330 808 0283. Email address: firstname.lastname@example.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the cancellation form, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concering your exercise of the right to cancel before the cancellation period has expired.
Exceptions to the right to cancel
The trader can preclude the right of withdrawal for the following products and services, but only if the trader stated this clearly when making the offer, or at least in good time prior to conclusion of the contract:
1.Contracts for the supply of products manufactured according to the consumer’s specifications, which were not prefabricated and were made based on a consumer’s specific choice or decision, or which are clearly intended for a specific person;
2.Contracts for the supply of sealed products that, for reasons relating to the protection of health or hygiene, are unsuited to returning and whose seal was broken subsequent to delivery;
3.Contracts for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery
Effects of cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than –
(a) 14 days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
(c) if no goods were supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.